As a leader in our Product Support organization, you'll have the opportunity to lead and grow our Technical Quality team for EMEA, ensuring we effectively identify, investigate, and resolve complex product issues at scale. You'll continue to shape this function - setting strategy, hiring and developing high-performing talent, defining how we partner with Product and Engineering, and building the systems needed to improve product quality for our customers, including our most strategic Enterprise users. You'll partner closely with Product, Engineering, Support Operations, and Enterprise Support to strengthen feedback loops, improve workflows, and drive meaningful product improvements. This role requires balancing technical depth, customer experience, and operational excellence. We're looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a high-growth, evolving environment. This role will be hybrid from our London Hub.
- Build and lead the Technical Quality function in EMEA, setting a high bar for technical excellence and customer experience
- As a builder and coach, you'll lead and empower the team to meet KPIs across Technical Quality
- Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution
- Collaborate closely with our engineering partners to ensure high-quality bug reporting and strong feedback loops
- Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
- Coach and develop team members across Enterprise and Technical Quality, emphasizing technical depth and career growth
- Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes, Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
- To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.
- Leadership & SaaS Experience: 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting enterprise customers.
- Technical & Debugging Acumen: Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs, and working knowledge of web technologies (JavaScript/TypeScript, HTML, CSS).
- Enterprise Support Expertise: Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security.
- Cross-functional Collaboration & Scaling: Proven ability to partner with cross-functional partners to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch.
- People Management & Development: Deep expertise in people leadership and a passion for developing effective, high-performing teams., Experience using Figma's products
- Background in developer-facing or API-heavy support environments
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life-whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!
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Manager, Technical Support employer: Figma, Inc.
Figma is an exceptional employer that fosters a collaborative and innovative work culture, where Solutions Consultants play a pivotal role in transforming customer experiences through our platform. With a strong emphasis on employee growth, we offer continuous learning opportunities and the chance to work alongside talented Figmates in a supportive environment. Located in a vibrant area, our office promotes accessibility and inclusivity, ensuring that all team members can thrive while contributing to our mission of making design accessible to everyone.
